How to Implement ITIL Change Management Within Your Organization

ITIL, also known as the Information Technology Infrastructure Library, is the global standard for IT best practices. In this short webcast, ITIL v3 Master Anthony Orr details what to plan for and pitfalls to avoid when implementing IT Change Management. He discusses the reasons why change management is important and how to direct it within your organization in order to reduce risk and support the overall strategy of the business. Learn best practices from ITIL from Author and Examiner Anthony Orr.

Service catalogs are one of those service desk terms we've all heard of, but some of us do not have the time, resources, or a clear idea of how to create and manage an effective one. With a little bit of thought and planning, the service catalog can become one of the most valuable artifacts of your entire ITSM implementation. Doug Tedder, ITSM and IT governance consultant, will provide:

* Critical factors to consider before developing your service catalog
* The top things companies don't think about when thinking about a service catalog
* Tips to consider before implementing and managing an effective service catalog

About the Presenter:

Doug Tedder is the principal of Tedder Consulting LLC, an ITSM and IT governance consulting practice. Doug is a strategic, innovative, and solutions-driven service management professional with more than twenty five years of experience across a variety of industries. He is a resourceful, pragmatic, and hands-on leader with a proven track record of success implementing ITSM processes, focusing on value delivery and organizational transformation.

Doug is a Fellow in Service Management (FSM), an ITIL Expert and v2 Service Manager, and a certified ISO/IEC 20000 Consultant Manager. He holds all of the ITIL Capability certificates, and he’s a certified ITIL Foundation trainer. As an active volunteer within the ITSM community, Doug is a frequent presenter at industry user group meetings, webinars, and conventions. He is also a former president of itSMF USA.

In this live discussion, IT Service Management experts Jarod Greene and Troy DuMoulin will dive into the future of ITSM. Based on insight from 15 IT leaders, they will discuss the top ITSM trends and focus areas that will drive business growth into the future. All attendees will receive a complimentary copy of "IT Service Management 2020," the new eBook featuring expert advice for evolving your ITSM strategy.

•Do you have a 'hero' on your ITSM team? You know the 'hero' – it's that person who always seems to make the "game-changing catch" as they complain about doing it. It's the person who doesn't share knowledge, yet doesn't understand why no one else knows what he or she does. Doug Tedder, ITSM consultant, will help you uncover:

* the symptoms and impacts of the 'hero'
* what allows the hero to exist in the first place.
* tips to change how your IT team is working within your overall business.

About the Presenter:

Doug Tedder is the principal of Tedder Consulting LLC, an ITSM and IT governance consulting practice. Doug is a strategic, innovative, and solutions-driven service management professional with more than twenty five years of experience across a variety of industries. He is a resourceful, pragmatic, and hands-on leader with a proven track record of success implementing ITSM processes, focusing on value delivery and organizational transformation.

Doug is a Fellow in Service Management (FSM), an ITIL Expert and v2 Service Manager, and a certified ISO/IEC 20000 Consultant Manager. He holds all of the ITIL Capability certificates, and he’s a certified ITIL Foundation trainer. As an active volunteer within the ITSM community, Doug is a frequent presenter at industry user group meetings, webinars, and conventions. He is also a former president of itSMF USA.

IT Consumerization—the blending of personal and business use of technology, devices and applications —presents IT organizations with both a challenge and an opportunity. The most strategic weapon IT has at its disposal is the IT service desk, the interface between business users and the IT services the organization provides.

This webinar will discuss:

* How IT organizations can modernize the business’s customer support and technical experiences,

* Shine the light on shadow IT to ensure value is created,

* Protect and improve the overall perception of IT within the business.

Join us for a live webcast, “Applying Lean Practices to Healthcare IT Processes" on March 23rd. Seasoned ITSM experts from Pink Elephant and Cherwell will demonstrate how Lean principles are critical in healthcare organizations for better process flow, improved patient care, and lower costs. Additionally, they will map out the connection between Lean, Agile Software Development, and DevOps, how they relate to principles of IT Service Management, and the methods to accelerate business value generation.

•SaaS is becoming the dominate platform of choice for customers in many areas – including IT Service Management (ITSM). If your service management team is evaluating ITSM solutions in the cloud then you must know what are some the important criteria and topics to evaluate before signing that contract for ITSM SaaS. Senior Forrester Analyst, Amy DeMartine, will share with you what you and your team need to consider and answer questions to help you avoid the pitfalls of moving your ITSM implementation to the cloud.

Lucrecia Chandler, Training and Communications Manager at Sam Houston State University, will share her ITIL and ITSM implementation journey. From managing manual processes with a home-grown work order system to implementing automated ITIL processes using Cherwell Service Management, Ms. Chandler will show how she accounts for service delivery costs and evaluates financial efficiencies.

Many organizations are being challenged to complete everyday tasks “better, faster, cheaper”. But how can this be accomplished?

As organizations shift gears to accommodate the business need for speed and agility demanded by the digital economy, there is a growing interest in models and methods to accelerate business value generation. However, at the same time there is growing confusion on how these different models such as Lean, Agile Software Development and DevOps connect and how they relate to the principles and practices of IT Service Management.

Join Troy as he reveals how Agile, Lean and DevOps can work together to help your organization achieve the elusive challenge to be “better, faster, cheaper”.

Learn how to reduce risk and add value to the business through effective Change Management implementation. Troy DuMoulin, ITIL Expert with Pink Elephant, and Carlos Bernal, ITSM Leader with Cherwell, will provide practical advice on how successful IT organizations establish effective Service Transition processes such as Change & Release Management, while balancing both risk and speed.

ITIL, also known as the Information Technology Infrastructure Library, is the global standard for IT best practices. ITIL v3 Master Anthony Orr covers four areas of ITIL processes: Incident Management, Problem Management, Change Management, and DevOps. Be sure to download the ‘How to Apply ITIL Processes’ guide in Attachments, which contains detailed lists of ITIL Do’s and Don’ts covered in this webinar, along with additional ITIL resources. This session is a compilation of the four short ITIL webinars on our BrightTALK channel.

George Spalding, EVP of Pink Elephant, Jarod Greene and Daniel Cooper with Cherwell

User Interface and User Experience are important in IT, especially in IT Service Management tools. Intuitive and easy-to-use tools will ensure that both your users and your staff are making the most of your investment and getting the best results. A generation of users expect consumer-like experiences at work and meeting their needs will promote higher self-sufficiency. In this webinar, George Spalding of Pink Elephant and Cherwell ITSM experts discuss how to choose the right ITSM tool to increase customer satisfaction and improve results.

Software Compliance--Are You Audit Ready? Software vendor audits are expensive, time consuming, and for most organizations, inevitable. You know it's coming - what can you do to make it less painful? In this webcast, we will cover how asset management simplifies proactive compliance, enabling you to discover software inventory and usage, and reduce time spent responding to an audit by up to 75%. Hear IT Asset Management expert Jeff Kelsey discuss how to reduce licensing risks and better respond to software requests as part of your overall ITAM strategy.

If you are planning on replacing your IT Service Management tool, it's critical to understand how the ITSM landscape is evolving and the important role Digital Service Management plays within the modern enterprise. In this webinar, Forrester Research showcases how to identify the key capabilities you should consider when evaluating solutions and selecting the right vendors for your short list of ITSM tools. Forrester Research Analyst Eveline Oehrlich leads the discussion about Digital Service Management and how it directly impacts ITSM.

ITIL, also known as the Information Technology Infrastructure Library, is the global standard for IT best practices. In this short webcast, ITIL Author and Examiner Anthony Orr reviews the do's and don'ts for implementing a DevOps approach. He discusses the synergies between ITIL and IT Service Management and how to adopt the technology to best meet your needs. Learn best practices from ITIL v3 Master Anthony Orr.

ITIL, also known as the Information Technology Infrastructure Library, is the global standard for IT best practices. In this short webcast, ITIL Author and Examiner Anthony Orr discusses best practices and common mistakes relating to implementing IT Problem Management processes within the enterprise. He also covers integrating your problem management processes with technology. Learn best practices from ITIL v3 Master Anthony Orr.

ITIL, also known as the Information Technology Infrastructure Library, is the global standard for IT best practices. Each stage of the entire ITIL Service Lifecycle provides value to the business. In this short webcast, ITIL v3 Master Anthony Orr discusses the Incident Management process as it relates to overall business strategy. He discusses the do's and don'ts in planning your Incident Management strategy. Learn best practices from ITIL from Author and Examiner Anthony Orr.

ITIL, also known as the Information Technology Infrastructure Library, is the global standard for IT best practices. In this short webcast, ITIL v3 Master Anthony Orr details what to plan for and pitfalls to avoid when implementing IT Change Management. He discusses the reasons why change management is important and how to direct it within your organization in order to reduce risk and support the overall strategy of the business. Learn best practices from ITIL from Author and Examiner Anthony Orr.

Hear how wellness corporation Curves Jenny Craig extended an enterprise-wide service delivery strategy beyond the four walls of IT - reducing costs by over $1M annually and improving customer satisfaction. Following up on her successes in leveraging the Cherwell Service Management dashboard capabilities to improve service experience and demonstrating service center value to senior management, Jamie Houlihan will share her recent achievements and insights gained by expanding Cherwell Service Management beyond the IT department to facilities, supply chain, self-service, and human resources.You will learn how Cherwell Service Management enabled Curves Jenny Craig to streamline and organize departmental operations and ultimately increasing the overall efficiency of their organization's many business processes.

See how Cherwell Service Management helps your IT team meet the demands of today’s business consumer with a modern, streamlined and easy-to-use self-service portal and service catalog. Learn how to: 1) Adopt a Customer-Centric Approach
2) Strengthen IT Technician Skill Sets
3) Improve Support Interactions with Context

See how One-Step Visual Workflows allow you to easily customize workflows and automate tasks, expediting and improving service delivery to your end users. Learn about Cherwell’s Theme Editor, which enables you to customize your self-service portal(s) to match your corporate brand and increase utilization. Lastly, understand how Cherwell integrates with a wide range of third party solutions, allowing business consumers and IT to use best-of-breed tools to improve productivity.

How to sell the vision and high-level business objectives for new ITSM initiatives

Before an ITSM vendor selection begins, a solid case is required. Demonstrating the business value of IT service management to the business may be the biggest challenge you face, and may also be the most important role you play as an IT leader. You will learn how to successfully build a business case for a new IT service management solution by understanding:

• How to identify specific business imperatives and demonstrate how improved ITSM processes add value to the business.
• How to determine the total economic impact of changing your ITSM solution.
• How to perform key calculations required in you presentation to the person or group who will review and approve your business case.

Don't reinvent the wheel when it comes to developing a business case for an ITSM tool. Gain instant access to get the tried and true insights and tools necessary to jump start your ITSM initiative!

Cherwell delivers IT service management, workforce and business enablement solutions that allow IT to become a true partner to the business. Built on a modern, metadata architecture, the Cherwell platform enables IT teams to rapidly build, configure or merge new ITSM or business functionality—without touching a single line of code or living in fear of the next upgrade.

Because of Cherwell’s focus on delivering a solution that is easy to configure, customize, and use, IT organizations extend Cherwell to solve a wide range of IT and business problems. With an unwavering commitment to putting customers first and being easy to do business with, Cherwell enjoys 98%+ customer satisfaction rating. Learn more at www.cherwell.com.